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ITIL Foundation Exam Study Guide-Helen Morris, Liz Gallacher
ITIL Foundation Exam Study Guide  Review
by Helen Morris, Liz Gallacher (Author)
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Publisher : Wiley
Publish date : 24-Jan-2013
Category : ITIL
Mediatype : Books
Binding : Paperback
Availability : InStock, Order now ships within 2-3 business days
List Price :   Rs. 749
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off    
Greenleaf Price :  Rs. 674
You Save :  Rs. 75
ISBN : 9788126539659 / Indian ISBN 13: 9788126539659
Pages : 408
Book Summary : ITIL Foundation Exam Study Guide

Everything you need to ace the ITIL Foundation exam

The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification test for IT management professionals. If you are among the nearly quarter-million IT managers worldwide who will sit for the exam this year, the ITIL Foundation Exam Study Guide is one resource you don't want to be without. It provides you with all the background information, expert, in-depth reviews, learning aids, and practice, practice, practice you need to pass the
test with flying colors. Completely up-to-date and organized around the current ITIL Foundation syllabus, this guide:

  • Clearly explains ITIL service strategy and guiding principles
  • Covers all ITIL processes, roles, and functions in separate modules
  • Describes the ITIL service lifecycle and how it promotes effective IT services
  • Addresses ITIL standards for service design and development
  • Delves into all aspects of the service management processes


Describes ITIL standards for building, testing, authorizing, documenting, and implementing new and changed services Explores issues of creating and maintaining value for clients through monitoring and improved services, processes, and technology Features online tools offering a gold mine of study aids, including flash cards, sample questions, practice exams, and more

Delivering 100% of the Foundation exam objectives in clear, concise language and all the practice you need to ace the test, ITILĀ® Foundation Exam Study Guide puts you on the fast track to obtaining the world's most highly respected IT management certification.

About the Author
Liz Gallacher (Milton Keynes, UK) has been fully conversant with the ITIL framework for many years, and has implemented improvement programs based on most aspects of it on several occasions. Liz achieved distinction in the ITIL Manager certificate in April 2002 (top 6%), and now holds ITIL Expert certification, including all of the Capability stream and most of the Lifecycle stream qualifications. She is a member of the ISEB managers Certificate Examiners panel.

TABLE OF CONTENTS:
Chapter 1 Service Management as a Practice
Best-Practice Approaches and ITIL
Why Is ITIL So Successful?
Services, Customers, and Stakeholders
Identifying Types of Service
Understanding the Customer, Internal and External
Differentiating Between Internal and External Services
Who Are the Stakeholders in Service Management?
Understanding the Concepts of Service Management and IT Service Management
Service Management
IT Service Management
IT Service Provider Types
Understanding Processes and Functions
Processes in the Service Lifecycle
The Process Model
Process Characteristics
Organizing for Service Management
Introducing the Service Lifecycle
Summary
Exam Essentials
Review Questions

Chapter 2 Understanding Service Strategy
Understanding the Service Strategy Stage
Purpose and Objectives of Service Strategy
Setting the Scope for Service Strategy
What Value Does Service Strategy Provide to the Business?
Demonstrating the Value of Services
Understanding Key Concepts of Service Strategy
Utility and Warranty in Value Creation
Assets, Resources, and Capabilities
Governance and Its Place in the Lifecycle
Management of Risk in Service Management
Understanding Patterns of Business Activity
Summary
Exam Essentials
Review Questions

Chapter 3 Service Strategy Processes
Understanding Service Portfolio Management
Purpose of SPM
Objectives of SPM
Scope of SPM
The Service Portfolio
Understanding the Financial Management Process
Purpose of Financial Management
Objectives of Financial Management
Scope of Financial Management
Preparing and Using a Business Case
Understanding the Business Relationship Management Process
Purpose of the BPM Process
Objectives of the BPM Process
Scope of the BPM Process
Summary
Exam Essentials
Review Questions

Chapter 4 Understanding Service Design
Understanding the Purpose, Objectives, and Scope for Service Design
The Purpose of Service Design
The Objectives of Service Design
The Scope of Service Design
The Value Service Design Provides to the Business
Describing the Service
Four Key Elements of Service Design
People
Processes
Products
Partners
Building the Service
Five Major Aspects of Service Design
Service Solutions
Management Information Systems and Tools
Architectures
Measurement Systems
Processes
Summary
Exam Essentials
Review Questions

Chapter 5 Service Level Management: Aligning IT with Business Requirements
The Purpose, Objectives, and Scope of Service Level Management
Capturing Service Level Requirements
Understanding the Service Level Agreement
What Does an SLA Contain?
Building the SLA
Structuring the Agreement
Monitoring and Improving Service Delivery
Reviewing the Service with the Customer
Taking Steps to Improve: The Service Improvement Plan
Interfacing with Other Service Management Processes
Summary
Exam Essentials
Review Questions

Chapter 6 The Other Service Design Processes
Service Catalog Management
Understanding the Service Catalog
Purpose of the Service Catalog Management Process
Objectives of the Service Catalog
Management Process
Scope of the Service Catalog Management Process
Availability Management
Defining Availability
Purpose of Availability Management
Objectives of Availability Management
Scope of Availability Management
Understanding the Effect of Downtime on Vital Business Functions
Improving Availability
Information Security Management
Purpose, Objectives, and Scope of Information Security Management
Producing an Information Security Policy
Educating Staff About Security
Supplier Management
The Purpose and Objectives of Supplier Management
What Is Covered by Supplier Management?
Supplier Categorization
Capacity Management
Delivering What Is Required, When It Is Required
What Should Capacity Management Include?
The Capacity Management Subprocesses
Planning for the Future: The Capacity Plan and CMIS
IT Service Continuity Management
What Does ITSCM Aim to Achieve?
What Is Included in ITSCM?
Assessing Business Impact
Assessing Risk
Design Coordination
Summary
Exam Essentials
Review Questions

Chapter 7 Service Design Roles
Roles and Responsibilities in Service Management
Service Owner
Process Owner
Process Manager
Process Practitioner
Designing Roles Using the RACI Model
Competence and Training
Competence and Skills for Service Management
Competence and Skills Framework
Specific Training in the ITIL Framework
Summary
Exam Essentials
Review Questions

Chapter 8 Understanding Service Transition and the Change Management Processes
Understanding Service Transition
The Purpose of Service Transition
The Objectives of Service Transition
The Scope of Service Transition
The Value of Service Transition to the Business
Introduction to the Change Management Process
The Purpose of the Change Management Process
Objectives of the Change Management Process
Scope of the Change Management Process
Types of Change
The Role of the Change Advisory Board
How the Change Management Process Interfaces with Other Service Management Processes
Summary
Exam Essentials
Review Questions

Chapter 9 Service Transition Processes
Transition Planning and Support
The Purpose of Transition Planning and Support
The Objectives of Transition Planning and Support
The Scope of Transition Planning and Support
Service Asset and Configuration Management
The Purpose of the SACM Process
The Objectives of the SACM Process
The Scope of the SACM Process
The Description and Definition of Configuration Items
The Description of the Configuration Model
Using the Configuration Management System
Using the Definitive Media Library
Knowledge Management
The Purpose of Knowledge Management
The Objectives of Knowledge Management
The Scope of Knowledge Management
Using the Data-Information-Knowledge-Wisdom Structure
Using the Service Knowledge Management System
Release and Deployment Management
The Purpose of the Release and Deployment Management Process
The Objectives of the Release and Deployment Management Process
The Scope of the Release and Deployment Management Process
Creating the Release Policy
Managing the Four Phases of Release and Deployment
Summary
Exam Essentials
Review Questions

Chapter 10 Delivering the Service: The Service Operation Lifecycle Stage
Understanding the Purpose, Objectives, and Scope of Service Operation
The Purpose of Service Operation
The Objectives of Service Operation
The Scope of Service Operation
The Value Service Operation Delivers to the Business
Organizing for Service Operations
Technical Management
Applications Management
Operations Management
Objectives
Overlapping Responsibilities Between Functions
The Service Desk Function
Summary
Exam Essentials
Review Questions

Chapter 11 The Major Service Operation Processes
Incidents and Problems: Two Key Service Management Concepts
Incident Management
The Purpose of Incident Management
The Objectives of Incident Management
The Scope of Incident Management
Basic Concepts for Incident Management
Managing Incidents
Interfaces Between Incident Management and the Lifecycle Stages
Problem Management
The Purpose, Objectives, and Scope of Problem Management
Problem Management Concepts
Managing Problems: The Problem Management Process
Interfaces
Service Strategy
Service Design
Service Transition
Continual Service Improvement
Summary
Exam Essentials
Review Questions

Chapter 12 The Other Service Operation Processes
Event Management
The Purpose of Event Management
The Objectives of Event Management
The Scope of Event Management
Monitoring and Event Management
Request Fulfillment
Purpose
Objectives
Scope
Access Management
Purpose
Objectives
Scope
Summary
Exam Essentials
Review Questions

Chapter 13 Understanding Continual Service Improvement
Achieving Continual Service Improvement
Understanding the Purpose of CSI
The Objectives of CSI
Setting the Scope for CSI
How CSI Provides Value to the Business
Utilizing the Continual Service Improvement Approach
Capturing Your Improvements
Improving Quality with the Deming Cycle
The Role of Measurement in CSI
The Seven-Step Improvement Process
Step 1: Identify the Strategy for Improvement
Step 2: Define What You Will Measure
Step 3: Gather the Data
Step 4: Process the Data
Step 5: Analyze the Information and Data
Step 6: Present and Use the Information
Step 7: Implement Improvement
DIKW and the Seven-Step Improvement Process
PDCA and the Seven-Step Improvement Process
Summary

Exam Essentials
Review Questions
Appendix A Answers to Review Questions
Appendix B Sample Foundation Examinations
Appendix C About the Additional Study Tools
Index

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